Guest experience definition matrix
Guest experience definition matrix
APA 7th Reference Page number Definition Key elements Similar to Different from
Meyer, C., & Schwager, A. (2007). Understanding customer experience.Harvard business review,85(2), 116. 118 The internal and subjective responsecustomers have to any direct and indirect contact witha companyPersonal (internal and subjective)
Interactive (direct and indirect)
Interactive (Walls et. al, 2011)
Personal (Pine &Gilmore, 1999) Multi-dimensional (Gentile et al. 2007)
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